Zoe is Zenvia's native Artificial Intelligence (AI), available for use in various ways within the Zenvia Customer Cloud. In Tickets, it helps to gain insights, reduce response time, and enhance communication between agents and customers during Support Services.
When accessing an existing ticket, you can utilize Zoe in three different ways:
⚠️ Attention: This feature is available for users with the Agent, Operator, and Admin profiles.
Improve Text with Zoe
With Improve Text, you can adjust the base text or tone of voice before responding to the customer's ticket. When entering text in the action description field (public or internal), follow these steps:
1. Click the Improve Text button .
2. Select one of the options:
- Expand Text;
- Summarize Text;
- Adjust Tone (Professional, Informal, Friendly);
- Simplify Language;
- Correct Spelling.
3. The AI will apply the improvements to the text. To use the suggestion, click Use Improved Text. For a new suggestion, click Generate Again.
💡 Tip: If the improvement is not generated successfully, reduce the number of characters in the base text.
The Analysis Generated by Zoe provides insights into the customer's ticket. By clicking on the dropdown icon , the AI will analyze the ticket and generate the following information:
- Customer: Intent, Sentiment, Satisfaction (score from 0 to 10), and Churn Risk.
- Request Summary: Highlights up to 5 main topics from the received request.
- Suggested Response: The AI generates a text based on the situation to help you respond to the customer.
💡 Tip: For new suggestions, click Generate Again . To copy the response, click Copy . To send the response, click Send .
Ask the AI questions to clarify doubts related to the ticket and better understand the customer's intentions. To use this feature:
1. Click the Ask Zoe button .
2. Type your question.
💡 Tip: Examples: “What does the customer want?” or “What are the main concerns of the customer?”.
3. Click the icon again to send the question.
Zoe will generate a response to your question. You can copy it by clicking Copy or generate a new response by clicking Generate Again .
⚠️ Attention: Responses are not saved for future reference, but you can ask new questions whenever needed. When a new question is asked, the previous response will be replaced.
